Study On Level Of 3PL Services For Large Customers

Abstract: With the rapid development of logistics, the third party logistics, as an emerging industry, is an important form of organization of modern logistics. Third-party logistics industry plays an important role in enhancing the overall strength of China’s logistics enterprises. It is of great practical significance to discuss improving the level of third-party logistics services. According to Pareto theory, 80% of business is brought by 20% of the major clients, and we should take advantage of this small crop of major clients to maximize the efficiency of enterprises. Revolving around logistics services, for the major clients, this research focuses on management of the services provided to major clients’ of third-party logistics providers, and then selects X Company as a representative of third-party logistics enterprise to explore the assessment and improvement strategies of the service level.This paper is organized in the following order—theory first, methods second, and then application of the theory and methods. Revolving around customer service levels of the third-party logistics enterprise, this paper uses fuzzy mathematics to analyze and discuss the customer service level of X Company with performance indicators extracted from customer service processes. Firstly, combined with the background, this paper discusses the significance and overviews the third-party logistics services for large customers based on the theory of customer satisfaction and customer loyalty. And then, according to the X company’s operations and business status quo, combined with X company’s workflow, it builds a service level evaluation system for major clients of third-party logistics service providers, and establishes an AHP model, and applies YAAHP software to analyze the status quo of X’s great customer service level. At last, taking the customers’ perception into account, the research proposes to construct a fuzzy APH model. By contrasting to UPS, the research aims to find out the gap between different customers’ feelings and put forward a strategy to improve X company’s service levels to its major clients. As a benchmark for the industry, the third-party logistics companies can assess their own level of service by this method. This research will provide research ideas and corresponding strategies for the third-party logistics service providers in assessing their great customer service levels.